Frequently Asked Question
Codes from -400 to -499: Incidents related to the card payment terminal
Last Updated a year ago
| CODE | DESCRIPTION | RECOMMENDED ACTION |
|---|---|---|
| -401 | Unknown error. It is possible that the terminal does not have an internet connection. | Check the internet connection of the kiosk. |
| -402 | Payment device is not available. | Restart the entire kiosk. If the problem persists, check if any cables are disconnected or poorly connected at the terminal end. If the problem persists, open a ticket so that our technicians can check. |
| -403 | Device not initialized | Open a ticket so that our technicians can check the terminal configuration and if it is connected correctly. |
| -404 | Configuration error | Open a ticket so that our technicians can check the terminal configuration. |
| -405 | An internal error occurred in the payment terminal | The user should try the operation again. If the problem persists, open a ticket so that our technicians can check. |
| -406 | The user did not pay within the expected deadline. | The user should try the operation again before the maximum allowed deadline. |
| -407 | Parameter error. | Open a ticket so that our technicians can check the communication between the kiosk and the terminal. |
| -408 | Restart required. | Restart the entire kiosk and try the operation again. |
| -413 | The operation has been cancelled by the user pressing the "Cancel" button on the terminal or by letting the time expire without making any payment. | The user should retry the operation. |
| -415 | The kiosk cannot communicate with the card payment terminal. | Restart the entire kiosk. If the problem persists, check if any cables are disconnected or have poor contact at the terminal end. If the problem persists, open a ticket so our technicians can review it. |
| -420 | An operation (sale, refund, etc.) has been attempted that is not enabled at the bank or acquirer. | Contact your bank or acquirer to enable the desired function. |
| -421 | The user has attempted to pay with an invalid card. | The card is not valid for some reason: it is not recognized as a credit card, it is damaged, it has expired, etc. If everything is correct, contact your bank and inquire why the payment could not be made. |
| -422 | The terminal could not read the card. | In a magnetic stripe operation, check if it is damaged. In a contactless operation, it may occur if the card is removed too quickly. |
| -423, -441 | The PIN entered by the user is incorrect. | The user must enter the correct PIN or try the operation with another card. |
| -424 | In an E-commerce operation, the entered CVV is invalid. | The user must enter the correct CVV or try the operation with another card. |
| -425 | An attempt has been made to perform a preauthorization and it is not enabled in the bank or acquirer | Contact your bank or acquirer to activate preauthorizations |
| -426 | An attempt has been made to perform a payment operation with an expired card | An attempt has been made to perform a payment operation with an expired card |
| -427 | An attempt has been made to perform a payment operation with a blocked card | The user should try the operation with another card or unblock it before trying again |
| -428 | The maximum number of retries has been reached in a payment operation. | The user should wait a few minutes to try again or use another card |
| -429 | The terminal has been registered with the bank or acquirer incorrectly. | It is necessary to contact the bank or acquirer to resolve the issue |
| -430, -440, -453 | The kiosk is sending an incorrect payment amount to the terminal. | Open a ticket so that our technicians can review it |
| -431 | Mandatory PIN usage | The user must enter the PIN code to proceed |
| -442 | User attempted to pay with an unauthorized card | The user should try the operation with another card |
| -443 | The operation cannot be performed at this time because the bank network is unavailable. | The user can try again. If the problem persists, consult with the bank or acquirer entity. |
| -450 | The card PIN code needs to be changed | The user should try the operation with another card |
| -451 | The user attempted to pay with a non-supported card. | You can expand the types of cards supported by the terminal by requesting it from your bank or acquirer. |
| -452 | The operation has been denied by the card-issuing bank entity | The user should try the operation with another card |
| -461 | An operation has been attempted with a non-existing card | The user should try the operation with another card |
| -495 | The contactless operation has been denied | The user should try the operation by inserting the card or with another card. |